Service Quality Performance Manager

Job Title

Job Description

As a Service Quality Performance Manager you are responsible for monitoring and improving service quality and patient safety across 14 international markets with oversight of KPIs and coordination of corrective and preventive actions in partnership with Operations Quality and Business Units.

Your role:

Service Quality & Patient Safety Governance

• Responsible for overseeing tracking and reporting service quality and patient safety performance throughout international markets.

• Provide comprehensive supervision of KPIs analyze trends and risks lead governance reviews and escalate critical issues at the International Region level.

Service Corrective Action Requests / Corrective and Preventive Action Oversight & Compliance

• Maintain complete accountability for monitoring CAPAs audits and SCARs.

• Ensure root cause analyses are rigorous corrective actions are implemented promptly and effectively and all practices comply with Quality Management System standards and regulatory obligations.

CrossFunctional Execution & Continuous Improvement

• Serve as an essential collaborator with Service Quality Regulatory Affairs Operations and Business Units.

• Drive implementation of enduring action plans promote standardized service quality governance and KPIs and assist with audits and inspections.

• Help foster a proactive and lasting culture focused on service quality and patient safety.

Youre the right fit if:

• Bachelors or masters degree in engineering Life Sciences Quality or related field

• 710 years experience in service operations or quality management within a regulated healthcare / medical devices environment

• Strong experience with service quality KPIs patient safety CAPAs SCARs and regulatory interactions

• Solid knowledge of medical device quality systems (ISO 13485 FDA QSR MDR)

• Proven ability to operate in multicountry matrix organizations and influence without authority

• Strong analytical communication and stakeholder management skills (English required)

How we work together

We believe that we are better together than apart. For our office-based teams this means working in-person at least 3 days per week. Onsite roles require full-time presence in the companys facilities. Field roles are most effectively done outside of the companys main facilities generally at the customers or suppliers locations.

This is an office-based role which can be located across multiple European regions including Benelux Central and Eastern Europe DACH Iberia Italy Greece Nordics and the UK and Ireland.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters and we wont stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.

• Learn more about our business here.

• Discover our rich and exciting history here.

• Learn more about our purpose here.

If youre interested in this role and have many but not all of the experiences needed we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.